C7100v with Xfinity voice (reboots on some calls)

Question

I have Xfinity Internet &amp; Voice service, with 1 line connected to the TEL1 port.&nbsp;Intermittently, I will receive a call with one ring only, (no caller ID or call history saved), which reboots the router.&nbsp;I've discovered that this happens when the phone has no dial tone. This started infrequently, first every week or so, increasing to several times a week.&nbsp;I've worked with both Xfinity and Netgear support for 9 months now. Lines have been checked, cables changed, telephone changed, etc. It was determined there was a hardware issue with the TEL port on the modem&nbsp; and the proposed resolution was to replace the C7100v, which I did.&nbsp;I installed the new modem on 5/2 and it has been working fine until today when I noticed there was no dial tone. I called the number from my cell and it caused a reboot, as expected.&nbsp;Has anyone else using a C7100v and Xfinity voice seen this issue? I found on post on reddit with this issue, but there were no replies. All techicians state they have never heard of anything like this and they're at a loss.&nbsp;Any suggestions would be most appreciated. Thanks.&nbsp;

Kitsap · Answer

ml6156&nbsp;wrote:I have Xfinity Internet &amp; Voice service, with 1 line connected to the TEL1 port.&nbsp;Intermittently, I will receive a call with one ring only, (no caller ID or call history saved), which reboots the router.&nbsp;I've discovered that this happens when the phone has no dial tone. This started infrequently, first every week or so, increasing to several times a week.&nbsp;I've worked with both Xfinity and Netgear support for 9 months now. Lines have been checked, cables changed, telephone changed, etc. It was determined there was a hardware issue with the TEL port on the modem&nbsp; and the proposed resolution was to replace the C7100v, which I did.&nbsp;I installed the new modem on 5/2 and it has been working fine until today when I noticed there was no dial tone. I called the number from my cell and it caused a reboot, as expected.&nbsp;Has anyone else using a C7100v and Xfinity voice seen this issue? I found on post on reddit with this issue, but there were no replies. All techicians state they have never heard of anything like this and they're at a loss.&nbsp;Any suggestions would be most appreciated. Thanks.&nbsp;Do you have the NOMOROBO service configured for your Xfinity number?&nbsp; Might be some issues there.&nbsp;https://www.nomorobo.com/&nbsp;The NOMOROBO service is included with your Xfinity phone service.&nbsp;&nbsp;&nbsp;&nbsp;

FURRYe38 · Answer

Power levels are good along with Correctables and Un-correctables.&nbsp;
&nbsp;
Any Criticals, Errors or Warnings seen in the event logs needs to be reviewed and resolved by the ISP.&nbsp;Indicates a signal issue on the ISP line up to the modem.
&nbsp;
Have the ISP check the signal and line quality UP to the modem.&nbsp;Be sure the ISP provisions the modem correctly.Be sure there are no coax cable line splitters in the between the modem and ISP service box.&nbsp;Be sure your using good quality RG6 coax cable up to the modem.&nbsp;Start with removing any amplifiers, signal attenuators, or splitters from the coax.From there check the line for kinks, damage, moisture in the line.Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do.Be sure to power OFF the modem for 1 minute then back ON.https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Modems/m-p/1530376#M12853https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-routerhttps://www.duckware.com/tech/solving-intermittent-cable-modem-issues.htmlhttps://highspeed.tips/docsis-events/
&nbsp;
Be sure to disable any MAC Address randomizers on phones and pads while at home:https://community.netgear.com/t5/Nighthawk-App/NETGEAR-Mobile-Applications-and-Apple-Devices-FAQ/td-p/2220015/jump-to/first-unread-message

Kitsap · Answer

Have you tried a different phone set?Maybe a different RJ11 cord?

ml6156 · Answer

Thanks, I just double checked, and I don't have NOMOROBO service on this line. Maybe I should considering that's the bulk of calls. I could spend hours blocking numbers.&nbsp;

FURRYe38 · Answer

Please post a copy and paste of the modems connection status and event log page.
https://kb.netgear.com/30007/How-do-I-obtain-the-cable-connection-information-from-a-NETGEAR-cable-modem-modem-router
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-modem-router

Forum Discussion

C7100v with Xfinity voice (reboots on some calls)

8 Replies